Anthony Brown

Passenger Service Agent

United Airlines

07.1992 - 04.2024

Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
Resolved passenger issues with empathetic communication and effective problem-solving techniques.
Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
Contributed to the achievement of on-time departure goals through efficient gate management processes.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Escorted handicapped passengers from terminal to aircraft.
Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
Monitored security and maintained operational protocols.
Maintained accurate records of flight information to provide timely updates to passengers.
Announced flight status updates and information about gate changes over PA system.
Enhanced customer satisfaction by providing efficient check-in and boarding services.
Tagged baggage and routed to appropriate location for loading and screening.
Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
Collaborated with airline personnel to facilitate seamless coordination between departments.
Oversaw ticketing, gate and ramp services.
Provided exceptional customer service to passengers, addressing concerns and resolving issues.
Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
Prepared detailed passenger manifests and other reports to meet organizational needs.
Processed customer payments and enforced compliance with financial regulations.
Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.